Survey Configuration
User Surveys enable administrators to collect and analyze user feedback on services provided by technicians. Administrators can create request-based or general surveys, configure survey delivery and exclusions, customize survey communications, and generate reports to measure user satisfaction and improve service quality.
This document deals with the following topics:
Request-based Survey Configuration
Survey Types
You can configure two types of survey.
- Request-based survey: Sent automatically when incident or service requests are resolved or closed. These surveys help collect feedback on specific support interactions and assess the quality of service provided by technicians.
- General survey: Sent to users independent of requests. Use this survey to gather feedback on overall services, processes, or user experience.
Request-based Survey
Request-based surveys are automatically sent to users when an incident or service request is resolved or closed. You can also restrict the surveys to specific requests, such as high priority requests, requests from a specific category, or from a department.
Configuring Request-based Survey
Go to Admin > User Survey > Survey Configuration.
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Choose one of the following from New Request-based Survey:
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Incident Survey
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Service Survey
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Incident and Service Survey
-
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Enter a survey title and description.
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Add survey questions to the Workspace. To learn more, click here.
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Configure when the survey should be sent.
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Add request criteria to limit survey distribution to specific requests.
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Set survey expiry and survey reminder.
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Click Save.
Survey Configuration
Survey configuration helps control survey frequency and prevent users from receiving surveys too often while ensuring consistent feedback collection.
To configure when the survey emails should be sent to users,
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Select the survey type.
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Choose the request Status that triggers the survey.
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Define the survey distribution rule based on your requirements.
|
Configuration |
Sample Value |
Explanation |
|
For every <N> incident/service/incident or service requests closed/resolved. |
100 |
Sends a survey email after every 100 requests are resolved or closed. |
|
For every <N> incident/service/incident or service requests closed/resolved for a requester |
10 |
Sends a survey email to a requester after every 10 requests resolved or closed for that requester. |
|
For every <N> incident/service/incident or service requests closed/resolved by a technician. |
50 |
Sends a survey email after every 50 requests resolved or closed by a technician. |
|
For all incident/service/incident or service requests |
- |
Sends a survey email for every request that is resolved or closed. |
Request criteria
Add criteria to send surveys only for requests that match the specified conditions.
Sample
|
Column |
Criteria |
Value |
|
Priority |
is |
high |
|
Email ID |
is |
alex@zylker.com |
|
Level |
is not |
Tier 4 |
Resend Survey
Resend surveys to allow users to retake a survey when a response was submitted incorrectly or needs to be updated.
Who can resend a survey?
Administrators, assigned technicians, and users with roles specified in the resend survey settings can resend surveys.
To resend a survey,
Enable the Resend Survey option.
Choose who can resend surveys:
|
Option |
Description |
|
Allow assigned technician to resend survey |
Allows assigned technicians, SDAdmins, and SDSiteAdmins to resend a survey for a specific request. |
|
Allow Org Role User / Group Role User / Technicians with the below Roles to resend the survey |
Allows users with selected organization roles, group roles, or technician roles to resend a survey for a request. |
Survey Results Notification
Notify technicians when end-users submit feedback for request-based surveys.
Notifications can be sent to:
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Assigned technician
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Reporting Manager of the assigned technician
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Specific Technician
Specify the survey percentage threshold to trigger the notification. Notifications are sent only when the overall survey percentage is less than or equal to the configured value.
Set an expiry period for surveys, after which users will no longer be able to submit their responses.
The survey expiry period can be set for a maximum of 180 days.
Survey Reminder
Survey reminder automatically notifies users to complete a survey if a response has not been received.
Enable Survey Reminder and configure the following options:
|
Configuration |
Description |
|
Remind user if no response is received after X days |
Specify the number of days after which a reminder should be sent. |
|
Send notification at [HH:MM] daily |
Specify the time of the day when the notification should be sent. |
|
Stop sending reminder notifications after X recurrences |
Specify the maximum number of reminders to send. No further reminders will be sent after the set limit is reached. |
|
Survey reminder email [Customize] |
Click Customize to draft and personalize the reminder email. |
General Survey
General surveys are independent of requests and can be sent to selected users across the organization to gather feedback on services, processes, and overall user satisfaction. General surveys can be configured as one-time or recurring surveys.
Configuring a General Survey
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Go to Admin > User Survey > Survey Configuration.
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Create a general survey.
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Enter the survey title and description.
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Add survey questions in the Workspace. Learn more.
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Select whether the survey should be sent once or periodically.
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Choose the target audience.
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Select the submission identity options like anonymous or with identity.
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Specify the survey expiry period.
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Configure survey reminders to notify users who have not responded.
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Click Save.
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The survey will be listed under General surveys on the survey home page.
Survey Configuration
Configure how often a periodic survey should be sent to users.
To set survey periodicity,
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Select Survey Type as Periodic Survey.
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Select Survey Recurrence.
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Specify the Date Limit to define how long the survey should remain active.
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Set the survey frequency to determine how often the survey is sent within the specified period.
Target Audience
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Select the users who should receive the survey.
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Specify the percentage of users to be selected randomly from the target audience.
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Click Configure here to set the maximum number of users who can receive the survey.
Survey Submission Options
Select an option to define whether survey responses should include the user’s identity or not.
|
Option |
Description |
|
Submit with Identity |
By default, the respondent’s name will be recorded along with their survey responses. |
|
Allow Anonymous Responses |
Respondents can choose whether to reveal their identity or stay anonymous. |
|
Only Allow Anonymous Responses
|
By default, all survey responses will be collected anonymously. |
Click Save. The survey will now be listed under General surveys in the survey home page.
Survey Tabs
The following tabs are available when you edit a request-based or a general survey.
Translation
Use the Translation tab to create survey content in multiple languages. A multilingual license is required to configure translations.
To add translation,
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Open an existing survey and go to the Translation tab.
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Click New Translation and select a language from the drop-down.
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Enter the translated version of the survey questions and click Save.
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You can similarly add more languages and have them listed under the Translation tab.
List View Action
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Use the Settings icon to disable or delete a translation.
Reports
View and analyze survey responses through reports. Reports provide response summaries, satisfaction analysis, and detailed survey results for individual surveys, multiple surveys, or specific requests. To learn more, click here.
Comments
Add internal notes or additional information about the survey. These comments are visible only to administrators.
View History
View a record of survey-related activities and changes made over time.
Adding survey questions
Add questions to your survey by selecting a question type from the left pane and dragging it onto the workspace.
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Enter the question text.
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Configure the answer choices or response scale.
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Mark the question as Mandatory, if required.
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Click Add.
Question Types
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Rating: Collect responses using a star rating scale. Configure the scale between 2 and 10 stars.
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Opinion scale: Collect responses on a numeric scale. Configure the scale between 3 and 10 and define three anchor points to indicate the meaning of the scale.
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Binary: Provide two answer choices representing the minimum and maximum values (for example, Yes/No).
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Radio: Create a multiple-choice question by entering answer choices.
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Press Enter after each value to add individual choices.
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Click Bulk Add to add multiple choices at once.
Additional Comments
Allow users to provide comments along with their responses.
You can also make comments mandatory when the survey score falls below a specified percentage.
Translations
To translate survey questions into other languages, go to the Translations tab after creating the survey.
Survey Templates
Survey templates help administrators quickly create surveys using predefined question sets.
Save Survey as a Template
To save a survey as a template:
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Go to Admin > User Survey > Survey Configuration.
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Open an existing survey.
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Click Save as Template.
Import a Survey Template
Import questions from an existing template before creating new survey questions.
To import a template:
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Create a new survey.
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In the survey workspace, click Import Template.
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Select the required template.
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Click Import.
The questions from the selected template are added to the survey workspace where they can be modified as needed.
Only one template can be imported into a survey.
Templates must be imported before adding new questions to the survey workspace. Once questions have been added manually, template questions cannot be imported into that survey.